Job Information
The Coca-Cola Company Member Service Representative Contact Center Agent in Atlanta, Georgia
Position Overview:
This role is responsible for answering member questions, pertaining to their account as well as researching and resolving member issues in a timely manner.
Key Responsibilities/ Function Specific Activities:
Answer member questions, pertaining to their account and research and resolve member issues in a timely manner.
Process all incoming fax and email. Respond by phone or writing or forward as appropriate, in a timely manner.
Assist in posting of daily incoming mail including check deposits, payments for loans, open new accounts set up, & research requests.
Maintain thorough knowledge of all products and services to effectively cross-sell. Monitor & review accounts and member needs in order to cross-sell services that the Credit Union has to offer to members and associates.
Be knowledgeable of the rules and regulations and the policy set forth by the Credit Union Board (i.e., knowledge of confidentiality, cash handling standards/policies, Reg CC-Funds Availability, Bank Secrecy Act, Reg DD-Truth-In-Savings, Reg J-Wire Transfers, Reg D- Reserve Requirements/Transaction Limitations, Reg E-Electronic Funds Transfer and general lending policies and procedures).
Competent at member and employee relations, dealing with irate/difficult members, and telephone etiquette.
Protect the assets of the Credit Union by following the policies and internal control guidelines outlined by the Board of Directors and Management of the credit union.
Cross-sell additional credit union products such as loans and suggest accounts (i.e., savings, checking, Money market, etc.)
Perform account maintenance and modifications (i.e., order checks, update addresses, add/remove owners, add/remove PODs).
Effective member/customer/ teammate interactions and communications; ability to handle irate/difficult members via face-to- face, phone, email, and written correspondence.
Research and resolve member issues from minor to increasing in complexity.
Assist in completing special projects and other administrative/operational duties assigned
Education: Minimum of a High School diploma; college degree preferred
Experience: At least three years related work experience
Knowledge, Skills, and Abilities (Required):
Three or more years of customer service experience.
One or more years of financial industry experience.
Exceptional presentation/facilitation, organizational, analytical, interpersonal, and written/oral communication skills with the ability to communicate effectively to a diverse audience.
Ability to identify and translate process or system issues into proactive problem-solving action steps.
Equipment Operated: Personal computer, printer, copier, telephone, scanner, and fax machine.
Overtime: Must be available for occasional overtime.
Leadership Behaviors:
Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation)
Collaborate with System and Stakeholders: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
Act Like an Owner : Deliver results, creating value for our brands, our System, our customers and key stakeholders
Inspire Others : Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
Develop Self and Others : Develop self and support others' development to achieve full potential
Growth Behaviors:
Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
Smart Risk: Makes bold decisions/recommendations
Externally Focused: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices, or ideas.
Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.